Ctrip Reviews

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New Reviewer

Use literally any other company to book your flight/hotel/train/car rental.

Ctrip - Use literally any other company to book your flight/hotel/train/car rental.
Ctrip - Use literally any other company to book your flight/hotel/train/car rental.
Ctrip - Use literally any other company to book your flight/hotel/train/car rental.
I recently experienced one of the worst customer service experiences I have ever had with your company. First off, let me preface this by stating that I am not an unreasonable man. I do, however, expect to be treated reasonably. Let me explain my situation. I live in China. I am in Thailand on holiday. Due to the corona virus I have taken an extended holiday vacation. As a result I paid the fee to change my flight to the 14th at around 4:50 P.M. I got online days later and see that my flight has been changed to the 15th at 1:55 A.M. Naturally, not wanting to leave at that time, and having already paid the fee to change my flight once, I tried to get in que for customer service chat. That was two days ago. I sat in que for 10 hours until after midnight. I was still not able to speak with anyone. So, I sent an e-mail to which I got no reply the next day. This morning I woke up, first thing, and got into que. I was able to see someone. This person found a flight then sent me a link to pay for yet another flight change! I then disputed paying for it and the representative told me that they would have to send it to the airline but they could not guarantee that it would be approved. What is there to approve? I am being bumped off my flight. Why should I have to pay twice? I have already paid once, my flight was changed so there is no reason that I should have to pay a 2nd time to change it to a more suitable date and time. I sent another e-mail immediately following the conversation with the representative. There was no reply. I hope this message finds someone that has the good sense to give another company your business. These people obviously don't care.
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2 comments
#1848867

They try everything to avoid paying back money !

#1842687

Yeah this is ***

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ID
#1788971 Review #1788971 is a subjective opinion of poster.
Pros
  • Easy to book flight tickets
  • English website
Cons
  • Lack of customer service
Loss
$71
Preferred solution
I would like to pick another date and time for my flight.
New Reviewer

Booking problems

Booked dates nov 18 -19. After processing payment it switch to nov 19-20 Im only staying tonight thanks
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ID
#3077253 Review #3077253 is a subjective opinion of poster.
Location
Arlington, Texas
Preferred solution
Get the dates right
New Reviewer

No english

No english option. Cannot understand the option when calling the International C-trip number. C-Trip cancelled my airline ticket last minute.

User's recommendation: Don’t use C-trip!

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ID
#2881491 Review #2881491 is a subjective opinion of poster.
Cons
  • Poor communications
  • Headache
  • Unreliable
Loss
$2500
Preferred solution
Let the company propose a solution

Didn’t get money back

Bought ticket in March for the flight in May. Flight got canceled. Im still waiting for my money back. Whenever I contact customer service a) they said Ive got refund back b) telling me that theyll check information and will contact me within 24hrs. Of course they dont c) yesterday woman finally admitted that refund hasnt been processed. So all this time theyve been lying to me. If you have an opportunity to avoid this company service-buy tickets somewhere else otherwise youll never see your money again

User's recommendation: Ctrip is a bunch of thieves.

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ID
#2783020 Review #2783020 is a subjective opinion of poster.
Cons
  • Lack of customer service
  • Fraudulant
  • Thieves
Loss
$4416
Preferred solution
Full refund
New Reviewer

TRIP.COM'S HAS THE WORST CUSTOMER SERVICE.

TRIP.COM'S HAS THE WORST CUSTOMER SERVICE. Don't book with them, they're a scam. I have booked a flight for my brother, and the online check-in ticket number is invalid, and the "customer service" staff (we called several times) kept on saying "we will update you later with the new booking number". And on the day of the flight, upon check-in counter, his flight ticket was not in the register. So his ticket was fake. He missed the flight and had to buy again another flight ticket. Time wasted and very frustrating experience, cannot contact any "customer service" during that time. But that is not all. That flight was still in February (before coronavirus became international pandemic, so it's not a cancelled flight, but Trip.com didn't really issue a valid ticket!), and I applied for a refund immediately. From February until now (almost 4 months), I made probably more than 10 calls to their so-called 24/7 customer service. No one can give me a direct answer to what is happening to my refund, every time "My supervisor who handles this is busy" or"on leave" or not available" or "they cannot access my record", even though they will leave you temporarily on tone to ask the supervisor. People who answered the customer service really don't know anything. They only had a very scripted response, as if they care, and that they are sorry for any inconvenience. The truth is - they cannot do anything to solve any issue. The worst part is that they have been telling different information every time. And it makes me mad that they lie and that I cannot trust this company anymore. They gave me a Shanghai number of a person Tina Chan to call, but I can call only after 4 days, and this person is the only one who can supposedly help, but is always on leave (as opposed to what is supposed to be a 24/7 customer service). I've emails saying my refund is deposited, and several months after, still no refund. I called again, and they say again they will now process it. They will always insist on emailing you the information, instead of talking, but they will never get back with any solution. To anyone who will be traveling in the future~ NEVERBOOKWITHTHISCOMPANY

User's recommendation: Don't waste your money on this company.

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ID
#1974430 Review #1974430 is a subjective opinion of poster.
Service
Ctrip Flight Booking
Cons
  • Thieves
  • No accountability
  • Frustrating
Preferred solution
Full refund
New Reviewer

DO NOT BUY ANYTHING FROM THEM

no service at all, my connecting flight was changed without changing the first flight that left me no choice to amend the whole reservation and after I made amendment I realized that the revised flight was cancelled, I was no able to talk to a real person at all .. .. ..
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ID
#1796074 Review #1796074 is a subjective opinion of poster.
Service
Ctrip Flight Booking
Cons
  • It is only good if you do not have to deal with customer service
  • Unreliable
  • Overcharged in prices
Preferred solution
Full refund
New Reviewer

Refund the ticket

Call is busy and no one is replying my message on the website. Very disappointing!!!
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ID
#1781650 Review #1781650 is a subjective opinion of poster.
Location
Kodari, Bagmati
Service
Ctrip Customer Care

Help regarding booking of tickets home to Shanghai

Utterly, utterly useless. A complete and utter waste of my time.
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ID
#1777624 Review #1777624 is a subjective opinion of poster.
Location
Bangkok, Bangkok
New Reviewer

Help regarding booking of tickets home to Shanghai

Utterly useless customer support. Waste of my time.
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ID
#1777618 Review #1777618 is a subjective opinion of poster.
Location
Bangkok, Bangkok
New Reviewer

Be careful beacuse they are not responsible

so i booked my flight with ctrip and i had 23 hours transit with no hotel no food no visa since c trip booked a cheap ticket while i paid for a good price ticket and airline refused to give hotel because my ticket were booked from a different place while i booked it from china and paid in chinese yuan and they always say they cant do anything to help so i dont understand why they are travelling agency if they cant help their customers
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ID
#1769826 Review #1769826 is a subjective opinion of poster.
Location
Muscat, Masqat
Service
Ctrip Flight Booking
Reason of review
Pricing issue
Loss
$100
Preferred solution
Let the company propose a solution
New Reviewer

Change flight

Ctrip - Change flight
Ctrip - Change flight
Ctrip - Change flight
I need to change my flight, Ive tried calling but the numeric option system doesnt work.
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ID
#1727851 Review #1727851 is a subjective opinion of poster.
Location
Nice, Provence-Alpes-Cote Dazur
New Reviewer

Ctrip - easy to book flights, but don’t expect any service when flights go wrong

Ctrip - easy to book flights, but don’t expect any service when flights go wrong
Ctrip - easy to book flights, but don’t expect any service when flights go wrong
Ctrip - easy to book flights, but don’t expect any service when flights go wrong
Booked flight tickets with Ctrip for multiple flights through Europe last June. Flight Florence to Amsterdam was cancelled by KLM and we were re-routed to Bologna. It was 40 degrees in the evening. Phone calls to Ctrip yielded no outcome (we’ll get back to you OR We’ll getting back to you soon). 18 hours later they sent us an email that we “could check our profile on Ctrip as KLM had re-scheduled the flights”. At that time we already had booked different flights on our own to get out of Italy and into Berlin. Afterwards any claim for refund or compensation was waved away by CTrip. Their lack of follow up and communication is appalling. Will never use Ctrip anymore for bookings inor outside of China
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ID
#1634445 Review #1634445 is a subjective opinion of poster.
Service
Ctrip Flight Booking
Pros
  • Easy to book flight tickets
Cons
  • Poor communication and very poor after sale service
Reason of review
Poor customer service
Loss
$820
Preferred solution
Full refund
New Reviewer

Never use that agency!

The worst possible agent to book a flight. We had to cance our flight due to an emergency. Rebooking the flight was a real nightmare. I have called the customer service more than 10 times and I was told that an agent will call me to give me prices for new flights. However, 3 days later their agents still can’t figure out how much it is going to cost to change the flights. In other words it takes them 3 days (and still no confirmation) to figure out a simple price - something that usually takes seconds. If a person needs to change for the next day it is impossible. The staff doesn’t speak fluent English and the whole process is rediculous. Nothing compared to Expedia or any other travel agency. If you want a smooth booking NEVER use Ctrip! The great paradox - day three - got a call from the agent in the morning (asking for flights that I am interested in. Even though that I have provided that information more than 10 times with their customer service department). Anyway, they write down the flights and tell me that they are going to call me back later with prices (they have confirmed that there is availability in the given flights). 5 hours later, they call back to tell me that they have a price but it is not longer valid because there is no availability in the given flights. They tell me that they can check for business class but it will take some time and will call me back again. My simple thought is - ok, when they call would their price be valid this time or the flight would have become unavailable by then. As I said the whole process of rebooking is a burecracy paradox. They call to tell you that they will call again to give you a price. And when they call again same things happens again and again. Ctrip you better figure out your own processes and use a simple logic so that you avoid such situations! No wise person should ever use that service until it is significantly improved! That would have been acceptable maybe 20 years ago...
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ID
#1569958 Review #1569958 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$1800
Preferred solution
Let the company propose a solution

Incompetent and unhelpful when issues arise and constantly hang up once you provide a reference number

74% rating of poor to bad says it all! Trip.com originally was an American run and owned company with customer service objectives but it was then purchased by one of the largest travel companies in China and was renamed C-Trip.com and customer service became irrelevant. For our 25th anniversary I booked a return flight to Perth starting on Thursday 14/6/18 however due to unknown roadworks we arrived 45 minutes before our flight was due and issues occurred from then on with the Virgin Airlines kiosk system refusing to allow us to print our boarding passes. In the end we were not able to board our flight and I tried the Virgin Service Desk who advised as this is a class 'M' ticket it can be changed for another flight for an amendment fee of $100 but it can only be done via the booking agent, in this case CTrip.com so I call C-Trip.com for assistance. Ctrip.com refuse to assist and advise me they cannot amend the ticket (which is false and incorrect information because Ctrip.com are incompetent and don’t even know the terms and conditions of the tickets they purchased from Virgin Airlines). Ctrip.com refuse to help and advise it is Virgin Airlines’ responsibility to amend the ticket and refuse to accept the terms and conditions on the Virgin Airline tickets which is clearly documented that the tickets are ‘M’ class tickets and can be changed to another flight with an amendment fee of $100 BUT can only be changed by the booking agent being Ctrip.com but Ctrip.com refuse. I constantly ask for a manager or supervisor to escalate this to but each and every time I call, I am advised none are available (pathetic customer service) but that someone will call me. Nine hours later, no one from Ctrip.com calls me and every time I call and quote the complaint reference number #559428****, Ctrip.com staff mysteriously hang up the phone (happened 4x Thurs 14/6/18 9:30am - 11:30am). Each time I call I advise Ctrip.com that the Virgin Airline tickets were purchased by Ctrip.com as the booking agent and that they are class 'M' tickets and it can be changed (as advised by the Virgin Service desk) and Ctrip.com advise they will call back in an hour with an amendment (starting as at 10:00am) but I ask to speak to a manager / supervisor and Ctrip.com hangs up and no call back is received each and every time. I end up out of pocket an extra $400.00 as I purchase other tickets on my own directly through Virgin Airlines and thanks to Ctrip.com’s lack of skill, lack of service we are stuck at the airport for over 12 hours before we are able to catch a flight. Mind you we missed the 8:35am flight but if Ctrip.com had provided any assistance and amended the tickets as requested on numerous occasions, we could have been on the 12:00pm flight instead of waiting a total of 12 hours for another flight. Emails dated 14/6/18 are sent to Ctrip.com requesting management respond to my horrible experience due to Ctrip.com’s lack of skill, lack of knowledge and lack of customer service but this is also ignored. Due to this, I am out of pocket $400.00 AUS dollars on that day. Months later I receive an email offering compensation in the paltry amount of $35.00. NEVER AGAIN Ctrip.com and I recommend all customers to go elsewhere because Ctrip.com is NOT Trip.com.
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ID
#1485373 Review #1485373 is a subjective opinion of poster.
Location
Smithfield, New South Wales

Wonderful

Over three years, I use CTRIP for booking flights for me and friends in and out of China and they do a great job.
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ID
#1413599 Review #1413599 is a subjective opinion of poster.
Location
Town And Country, Missouri
New Reviewer

Nightmare

Booked flights for my family through ctrip. They issued the children’s ticket as a seperate booking. When I went to change flights, it changed the kids but then wouldn’t let us change our flights. In the end we had to cancel, paying change fee and cancellation fees, all because of their mistake. What a joke
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ID
#1405153 Review #1405153 is a subjective opinion of poster.
Location
Cairns, Queensland
Service
Ctrip Flight Booking

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